We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 5443 results
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Decision Reference DRN9253905
28 Nov 2019 Madison CF UK Limited UpheldBanking and creditMr L complains that Madison CF UK Limited trading as 118 118 Money was irresponsible when it provided him with three loans between October 2015 and August 2017. backgroundMr L took three loans with 118 118 Money. Each of them was due to be repaid through 24 monthly instalments. The first w... (9 pages)View decision -
Decision Reference DRN5843345
24 May 2017 Smart Currency Options Limited Not upheldInvestment and pensionsMr H, trading as ZH, complains Smart Currency Options Limited (SCOL) failed to explain the risks involved with his foreign exchange option contracts including its margin policy. This resulted in him suffering a large loss. If it had explained this issue clearly, he ... (2 pages)View decision -
Decision Reference DRN-2278301
12 Jan 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2278301 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) won’t refund a disputed transaction made from his account. What happened In July 2019, Mr C’s HSBC account was debited by £323 which went to an online betting website. Mr C says that he didn’t make this transaction and... (3 pages)View decision -
Decision Reference DRN-6062900
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6062900 The complaint Mr M complains that Bank of Scotland plc (BoS) failed to pursue his chargeback request and delayed responding to his complaint. What happened Mr M used his brother’s gambling account and placed funds from his BoS account into it. He had a win which was due to p... (2 pages)View decision -
Decision Reference DRN1692946
3 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr H, represented by a family member Mrs G, complains that Lloyds Bank plc allowed him to spend £4,000 on a gambling website even though it knew about his mental health issues.our initial conclusionsThe adjudicator did not uphold this complaint. He said that the bank’s fraud pr... (2 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN-4527432
4 Jun 2024 IG Index Limited Not upheldInvestmentsDRN-4527432 The complaint Mr L has complained that IG Index Limited (‘IG’) should have prevented him from trading in contracts for differences (CFDs) and closed his account following the contact he had with it in March 2016. What happened This complaint is one of two that Mr L has brought ... (7 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision -
Decision Reference DRN-3137624
20 Dec 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3137624 The complaint Miss R is unhappy because National Westminster Bank Plc (NatWest) did not reimburse all the money she transferred to a fraudster. Background Both parties are aware of the circumstances of the complaint so I won’t repeat them in detail here. But briefly, Miss R has... (6 pages)View decision -
Decision Reference DRN4142665
7 Aug 2018 Evergreen Finance London Ltd UpheldBanking and creditMr O complains that Evergreen Finance London Limited (trading as MoneyBoat.co.uk) was irresponsible to lend to him as the repayments were unaffordable.backgroundMr O had five instalment loans from MoneyBoat between August 2016 and March 2017:LoanDateAmountTermDueInstalmentS... (2 pages)View decision